PbP Technical Support Tickets - 1st & 2nd Contact
When receiving PbP-related Technical Support tickets from Members, it’s best to not assume the worst and automatically assume that the mobile application is broken and in need of a fix. At times, minor settings and configurations on a Member’s mobile device can also impede mobile app functionality. So, as a rule of thumb, we should start off our initial interaction by asking for more information about their device and the current issue they’re experiencing.
First Contact - Gathering Intel
Information we should gather from Members should include:
their device’s platform OS,
their device’s make & model,
if they’re currently using their device’s latest OS version,
the date & approximate time of the issue occurrence,
any screenshots of the issue or error they've experienced; and
any extra information they think could be helpful about the issue they’ve experienced.
In Zendesk, we can gather this information from the Members using the macro PbP::First Contact.
Prior to updating the ticket and sending the email to the Member, don’t forget to CC FVFN Support Responses (firstname.lastname@example.org) on the public reply! This is how our Protected By Pfizer partners track the receipt of our requests. Make sure any system generated CC’d parties are removed from the ticket and the correct email is in the CC section. At this point, you can set the ticket status to Pending.
If we have not received a response from the Member via email within 24 hrs, at this point we should attempt to retrieve the Member’s phone number from their account within the Tenant Admin Console (assuming they have one on file) and reach out to them via telephone to gather the required information listed above.
If we have to resort to this step, it may be best to also walk through the troubleshooting steps with them to expedite the escalation process, if needed. That is, assuming the phone they’re speaking to us on is not the device they’re using the mobile application on.
Second Contact - Basic Troubleshooting
Once we receive the requested information from the Member from our first contact, then we can use our PbP General Troubleshooting Guide as the first line of defense to help us rule out the Member’s device or their device’s settings as the culprit for the issue they’re experiencing.
Currently, there are 6 different troubleshooting methods we can have the Member attempt before escalating the issue to our expert Dev. & Prod. teams.
We can have the Member:
attempt a hard reset of the mobile application on their device,
try running the app in Airplane mode w/ WiFi only, and then again with cellular data only,
do a device restart,
attempt to update their device’s OS,
reset their device’s network connection; and/or
try to delete the app and re-install it from their app store.
In Zendesk, we can complete this action, using 1 of 2 macros. The information we receive from members in their response to our first contact communication will determine which troubleshooting guide, and therefore which macro, to send them.
For Android Users, we will use the macro PbP::App Troubleshoot Guide (Android) and set the ticket status to Pending.
For Apple Users, we will use the macro PbP::App Troubleshoot Guide (Apple) and also set the ticket status to Pending.
If we’re currently on the phone with the Member, you can either open the respective macro in Zendesk, and dictate the troubleshooting instructions to them, or you can see the article [PbP - General Troubleshooting Guide] for both Apple & Android instructions.
If we have not received a response from the Member via email within 24 hrs, at this point we should attempt to retrieve the Member’s phone number from the their account within the Tenant Admin Console (assuming they have one on file) and reach out to them via telephone to walk them through the troubleshooting guide.
If none of the troubleshooting tips resolve the issue, we should let the Member know we are escalating the issue to our experts and we will reach back out with a resolution once the issue is resolved.
If the Member responds that any one of the troubleshooting tips has resolved their issue, then great, we can respond to the Member with the macro PbP::Member Says Issue Resolved and solve the ticket.
If the Member responds and says none of the troubleshooting tips worked and the problem persists, then it’s time to escalate the issue to the SHS experts! See the article [PbP Escalations - Jira Ticket Creation] for instructions on the escalation process.